Service Support Coordinator

About the role

The Service Support Coordinator (Service Support) coordinates all after-hours and overflow inbound enquiries for National Calvary Community Care (CCC) Service Centres. The role delivers a high level of customer service, giving employees, clients and their families a prompt, positive, respectful and well-informed experience. It is based in Melbourne, Victoria.

Key responsibilities

• Coordinate after-hours and overflow inbound enquiries for CCC Service Centres.
• Resolve each interaction in the first instance whenever possible.
• When resolution is not possible, provide a timely, detailed and consistent handover to the appropriate part of the business.

Required profile

• Operational experience in a contact centre environment.
• Familiarity with Community Care.
• A problem-solving approach, able to troubleshoot and stay solutions focused.
• A friendly, engaging and inclusive way of speaking on the phone and by email.
• Excellent written communication skills.
• A desire to join a team committed to the care of others in a mission-based organisation.

Required skills

• Strong familiarity with telephone systems.
• Digital literacy and data entry skills.
• Proficiency in telephony software and database programs such as Salesforce.

What we offer

• Salary packaging benefits.
• Ongoing professional development.
• A supportive team environment.
• Flexibility in location and the option to work from home.

Candidates must hold a valid right to work in Australia. Emailed applications, resumes and calls from recruitment agencies are not accepted.